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Product Implementation & Customer Success Manager, Clinical Staffing (US Remote)

leantaas · 15 days ago
Remote
Negotiable
Full-time
Remote
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We are a growth stage company that creates software solutions combining lean principles, predictive and prescriptive analytics, and machine learning to transform hospital and infusion center operations. More than 180 health systems and over 1,000 hospitals and centers across 49 states rely on our award-winning products to increase patient access, decrease wait times, and reduce healthcare delivery costs. We have raised more than $300 million from top-tier investors such as Bain Capital, Insight Partners, and Goldman Sachs. We have been named among the top 100 AI companies in the world.

Please note that while this role is listed as available for remote, we are currently employing in the following states: AK, AZ, CA, CO, CT, DC, FL, GA, IL, IN, KS, LA, MD, MA, MI, MO, MT, NC, NH, NJ, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA, WI.  If your state is not listed, we may not be able to proceed with your application. We have offices in Santa Clara, CA and Charlotte, NC for employees who prefer to work regularly or occasionally from an office.

WHAT YOU’LL DO

  • Master the use of iQueue Inpatient Flow/Clinical Staffing product to understand how to solve operational problems presented by clients
  • Independently manage customer implementations from kickoff and discovery through configuration, rollout, and optimization
  • Take ownership of the accounts after a sales close and make sure that the product is configured correctly. This is an analytically intense process involving receiving accurate data and ensuring key users are identified and accounts are all provisioned
  • Learn and map each client’s operations processes and business objectives; lead consultative conversations around best-practice use cases
  • Train end users and ensure active adoption of solutions
  • Leverage change management practices to support clients embedding product features in operational practices
  • Proactively communicate new use cases and workflows to ensure KPIs are met
  • Collaborate with Project Manager on status reporting and proactively communicate project timelines, project barriers, client expectations and possible delays
  • Communicate technical requirements and ensure that customer IT and process teams clearly understand the data and setup needs for iQueue (as well as the transfer mechanisms) and coordinate required security and other audits
  • Maintain a strong relationship with client through onsite visits, recurring business reviews and other touchpoints to further support optimization of Clinical Staffing solutions
  • Create pathways that support value delivery and sustainable return on investment
  • Work with client services team to continually evaluate and improve client implementation and outcomes processes, including documentation and collateral used
  • Work with marketing on producing case studies, customer videos, etc. and help sales close deals as needed in the capacity of a subject matter expert
  • Help refine vision and strategy, continuously educating inbound product managers on your customers’ stories and pain points and contributing detailed feature ideas to the product roadmap
  • Travel for up to 50% of the time

WHAT YOU’LL BRING

  • A Bachelor’s degree, or equivalent years of related experience
  • 3+ years of professional work experience 
  • Experience working on healthcare products/working with hospitals 
  • Deep familiarity and/or experience consulting in staffing and scheduling practices and tools
  • Experience with general software implementation processes
  • Proven ability to solve problems creatively
  • Experience in presenting to and working with key client stakeholders including executives, clinical and operational management, end users, and project managers
  • Experience in training and onboarding healthcare clients
  • Excellent analytical skills
  • Strong interpersonal skills and extremely resourceful
  • Strong familiarity with project management tools and best practices
  • A maniacal obsession with customer happiness, success, and retention. You’re the type of person who will move mountains to solve problems and make people successful 
  • Willingness to travel to our customers' sites

BONUS POINTS IF YOU HAVE

  • A graduate degree from one of the following programs: MS, MHA, MBA
  • 1+ years of professional experience in a client- or customer-facing role such as management consulting, enterprise product management, marketing or sales 
  • Experience with and passion for process improvement, Lean or Six Sigma training utilizing models like A3, DMAIC, or PDCA

WHAT YOU'LL GET

  • Intellectual and emotional satisfaction of solving tough operational problems in healthcare while improving patient access and saving lives!
  • Competitive compensation package that includes base salary, target bonus, and stock options
  • 401(k) Match
  • Comprehensive healthcare benefits
  • Generous Paid Time Off and Parental Leave
  • Monthly reimbursement for Skill Building 
  • Monthly reimbursement for Wellness, Transportation, and/or Home Office
  • Education Reimbursement for select courses/programs
Vaccination policy
We have an obligation to protect our employees, our customers, and the patients of our customers. Therefore, COVID-19 vaccination is required to work from the office, attend in-person company events, or to travel on behalf of the company.

Candidates must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.


LeanTaaS is an equal opportunity employer committed to promoting an inclusive work environment free of discrimination and harassment. We value diversity, inclusion, and aim to provide a sense of belonging for everyone. All qualified applicants for employment will be considered without regard to race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. If you require assistance during the application process, please reach out to accommodations@leantaas.com. LeanTaaS will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law.

Please note: LeanTaaS is not accepting agency resumes at this time, and we are not responsible for any fees related to unsolicited resumes. Thank you.

Last updated on May 28, 2024

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